Lobby Lounge Manager - (Pre Opening) Waldorf Astoria

• Oversee daily restaurant operations, ensuring strict adherence to hotel policies and Forbes standards.
• Conduct pre‑service inspections to verify setup, cleanliness, stocked side stations, and equipment readiness.
• Ensure proper lighting, ambiance, and sound systems to create a luxurious dining atmosphere.
• Manage the sequence of service, coordinating seamlessly between kitchen, bar, and front‑of‑house teams.
• Monitor beverage preparation, pouring standards, and presentation for consistency and quality.
• Lead pre‑shift briefings covering VIP guests, occupancy forecasts, special requests, and service strategies.
• Oversee reservations, ensuring accurate documentation, guest communication, and smooth seating.
• Enforce timely food and beverage delivery, maintaining efficiency and luxury standards.
• Supervise event setups, promotions, and exclusive dining experiences.
• Handle guest complaints promptly and professionally, ensuring recovery exceeds expectations.
• Enforce beverage control policies, inventory tracking, and compliance with liquor laws.
• Maintain a strong floor presence, engaging guests with personalized service and feedback collection.
• Review and update SOPs to maintain operational efficiency.
• Ensure compliance with HACCP, safety, and hygiene standards.

• Foster a positive, motivated, and team‑oriented environment that encourages creativity and innovation.
• Lead by example, setting high standards for professionalism, empathy, and guest‑centric service.
• Supervise grooming, punctuality, and presentation to ensure brand consistency.
• Recruit, train, and develop a high‑performing team aligned with Waldorf Astoria luxury standards.
• Implement structured training programs, including knowledge assessments and continuous learning.
• Recognize and reward outstanding performance to motivate excellence in service and sales.

• Maintain and update guest profiles, tracking preferences, occasions, and dining habits.
• Ensure accurate documentation of operations, including logbooks, shift reports, and audits.
• Assist in strategic planning, operational improvements, and policy updates.
• Conduct product knowledge tests and service standard assessments.
• Respond to TripAdvisor and Google reviews promptly and professionally.
• Regularly update SOPs and training manuals to reflect best practices.
• Manage staff scheduling and roster planning based on business demands.

• Support financial objectives, ensuring revenue targets and cost efficiencies.
• Monitor and analyze sales trends, average checks, and guest counts to optimize profitability.
• Control purchasing and inventory to minimize waste and prevent overstocking.
• Implement upselling techniques and menu recommendations to enhance satisfaction and revenue.
• Track ROI of promotions and marketing initiatives, making data‑driven recommendations.
• Ensure accurate transactions, billing, and financial reporting in compliance with hotel policies.
• Manage P&L performance, maximizing revenue and optimizing expenses.

• Deliver personalized, anticipatory service that exceeds luxury expectations.
• Address guest feedback promptly, implementing service improvements.
• Guide the team in handling VIP guests and special requests seamlessly.
• Train staff in guest engagement, menu knowledge, and service excellence.
• Monitor team morale and well‑being, ensuring a balanced work environment.
• Continuously refine service to exceed Forbes luxury standards.

• Develop and execute outlet promotions.
• Conduct sales calls and proactive outreach to generate new business.
• Maintain relationships with corporate clients, event planners, and business contacts.

• Ensure compliance with food safety, hygiene, and sanitation regulations.
• Conduct regular safety inspections to maintain a hazard‑free environment.
• Report maintenance and safety concerns promptly.
• Enforce workplace respect and anti‑harassment policies.

• Maintain a comprehensive logbook documenting observations, guest feedback, and action points.
• Participate in leadership meetings and cross‑department briefings for operational alignment.
• Communicate effectively with all hotel departments to ensure flawless service execution.
• Represent Waldorf Astoria Kuala Lumpur professionally in guest, supplier, and regulatory interactions.
• Act as liaison between team members and management, ensuring concerns are addressed.

• Stay updated on industry trends, competitive benchmarks, and hospitality innovations.
• Support hotel initiatives, including sustainability, brand campaigns, and team development programs.
• Enforce grooming, uniform, and professional appearance standards.
• Undertake additional assignments as directed by management to ensure continued excellence.

• Strong leadership and interpersonal skills, with a passion for luxury hospitality.
• Proven ability to resolve guest complaints with professionalism, discretion, and effective problem‑solving.
• High standards of personal grooming, professionalism, and attention to detail.
• Flexibility to work varied schedules, including weekends and holidays, based on business needs.
• Commitment to continuous learning and service excellence in luxury dining.
• In‑depth knowledge of Malaysian and international cuisine, fine dining etiquette, and premium beverage pairings.
• Proficiency in reservation systems and basic computer applications.
• Strong financial acumen, with experience in cost control and revenue management.
• Understanding of current and emerging food & beverage trends, with the ability to anticipate future developments.

Hilton